A&E appointments system resulted in shorter wait times, report finds

A new system in the NHS that gives people appointments before attending accident and emergency for minor injuries resulted in lower wait times, a study has found.

An evaluation of the Redesign of Urgent Care found people given appointments by NHS 24 111 reported shorter waits than those who visited A&E without an appointment

The Scottish Government’s report recommends increasing staffing levels at NHS 24.

It said more resources for the service will help reduce call waiting times and improve the availability and capacity of alternative services.

The evaluation reported an increase in the number of people using NHS 24 111.

There was also a reduction in unplanned attendances at emergency departments as well as fewer ambulance call-outs and trips to hospitals, according to the report.

Health Secretary Neil Gray said: “We know there is still work to do, but it is encouraging that this evaluation found patient experience of the Redesign of Urgent Care was largely positive, and that people given appointments experienced shorter waits. I thank all the staff involved in this important piece of work.

“Work is already under way to implement the recommendations of this report, including increasing staff numbers at NHS 24.

“This winter there are a record number of NHS 24 call-handlers available to direct people to the most appropriate care, helping reduce unnecessary A&E attendances.

“Our Right Care Right Place campaign, launched ahead of winter, is continuing to give guidance to the public on the best way to access services, and I thank everyone who is following that advice.”

It comes as statistics show 11 hospitals in Scotland are exceeding ambulance turnaround times.

Figures from the Scottish Ambulance Service (SAS) show one in 10 people across 11 hospitals waited more than two-and-a-half hours for an ambulance to arrive.

The hospitals are: University Hospital Ayr, University Hospital Crosshouse in Kilmarnock, Aberdeen Royal Infirmary, Dr Gray’s in Elgin, Glasgow Royal Infirmary, Queen Elizabeth University Hospital, Royal Alexandra Hospital in Paisley, University Hospital Hairmyres in East Kilbride, University Hospital Wishaw, and the Royal Infirmary of Edinburgh.

Separate figures last week from the SAS revealed it had failed to meet its target for red call-outs.

The average response time for a red call, the most serious type of call, was nine minutes and 34 seconds. The target time is seven to eight minutes.

Scottish Conservative health spokesman Dr Sandesh Gulhane said: “Ambulance crews up and down Scotland are beyond breaking point due to the SNP’s appalling mismanagement of frontline services.

“It is deeply alarming that one in 10 patients at 10 hospitals were left waiting over two-and-a-half hours for ambulances to arrive last week.

“Lives are undoubtedly at risk when turnaround times are that long. Even when it comes to patients facing cardiac arrest, the failure of successive SNP health secretaries means dedicated staff can’t get there quickly enough.

“The winter period always puts extra pressure on frontline services, but under the SNP our ambulances and hospitals are in permanent crisis mode.

“It is time for Neil Gray to face the reality, accept his current approach isn’t working and deliver real investment to the front line to reduce these shocking waiting times.”

A spokesperson for the SAS said: “We continue to face significant pressure on our services which are directly linked to system-wide pressures such as lengthy hospital handover times and the significant increases in respiratory viruses.

“Our staff are working extremely hard and we are working with health boards to do everything we can to get our crews back on the road to help patients.

“We are prioritising those patients who are most critically ill and our latest statistics show our median response time for our most serious calls is currently seven minutes and 21 seconds across Scotland.

“For those patients who are not critically ill, they may have to wait longer for an ambulance than usual and we thank the public for their patience; we will try to get to them as quickly as we can.

“We would like to remind people that if you need urgent care, but it’s not life-threatening, you can visit NHS Inform online, call NHS 24 on 111, day or night, or your GP during opening hours.”

A Scottish Government spokesperson said: “Patient safety remains our top priority. Delays in handing over patients at A&E are not unique to Scotland with similar pressures being felt throughout the UK.

“Despite continued increased levels of high priority calls, and the unique geographical challenges posed in some of Scotland’s rural areas, crews responded to the most critical incidents last week in a median time of seven minutes 21 seconds.

“We are grateful to all SAS staff for their exceptional efforts over winter and continue to work closely with boards and the SAS to support the safe handover of patients upon arrival at hospital.

“The First Minister and Health Secretary have convened regular meetings with the Scottish Ambulance Service (SAS) over the last few weeks to help manage peak winter pressure and ensure Health Boards are taking appropriate action to reduce delays.”